KCamidge
Couples · September 20256/10
We booked a junior executive suite for three nights, room only. On arrival we had a warm welcome from reception, an explanation of the different restaurants etc, offer to book return car to the airpor...We booked a junior executive suite for three nights, room only. On arrival we had a warm welcome from reception, an explanation of the different restaurants etc, offer to book return car to the airport. All good. The hotel was well placed and we enjoyed the local area - not too touristy but lots of bars etc within 15 mins walk.
Room - first impressions were good. Separate sitting area and bedroom. Big bathroom with nice toiletries, whirlpool bath and big shower. Very comfy bed. Complementary water. Everything was clean with the exception of the coffee machine, tray and drawer of pods. Dusty and lots of crumbs.
We went to the sky bar/pool for an early evening snack as wanted an early night. Tuna pizza (26 euros) and burger (similar). Tasty but big portions. We asked to take the pizza back to the room and were just told to take it on the plate. I’d have expected a box or some sort of cover (or for them to send it on) but we ended up carrying it 7 flights back down 🙄
The next day we had breakfast as we are gold members so they offered us one free. It was fine but the orange juice definitely needs upgrading. Tasted like cordial!
We went out for the day and our room was cleaned but the coffee machine still was covered in dust and the drums were there - even though clean cups had been brought.
We had a table for dinner booked in the Sky bar for 8.30. The actual ambience was nice, tables well set up etc. placed our drinks order including a bottle of red. Our waiter (who had also been the bar staff through the day) brought the red wine but said it had been in the fridge (with all the red wines they had) by accident so was very cold. We wanted room temp red so sent it back and ordered a rose instead. Very strange and disappointing, when the wine list has wines going into triple figures.
Starters came - they were fine (beetroot salad and squid). Then the mains…..
I ordered spaghetti carbonara with eggs on top (to mix in the yolk yourself) and truffle. My husband ordered the beef short rib with orzo.
My pasta was virtually inedible when it came. Overcooked, dry, barely warm. Hard fried eggs and I could not find the truffle. I also was given a knife and fork to eat it and had to ask for a spoon before I started. I had about 4 mouthfuls before I gave up. It was also absolutely enormous, could have served 3 people. My husband’s dish was better - nice short rib but again an enormous amount of orzo. Completely outfacing. The waiter came to clear and asked if all was ok. I explained what was wrong. The manager then came over and said he would remove the spaghetti cost from the bill (32 euros) and could he bring a replacement from a different kitchen. The offer was appreciated but not taken up, although slightly concerning that the sky bar is their ‘premium’ restaurant and they were going to get something from the cafe to replace my meal with!
After that the waiting staff never came back so we looked around for our bottle of wine and filled our own glasses up (it was in a cooler at the table behind us).
On arriving back at our room we found a bottle of red wine with a ‘compliments’ slip but no other context.
The next morning we went to reception and spoke to Ioli (I hope this is the correct spelling), the Manager. She was absolutely lovely and is a real credit to the hotel. She took us to a quiet space, listened to alll we had to say, took notes and really wanted to make things right for us. I appreciate it may sound like trivial moans but 3 night stay in a suite is close to £1500 and the sky bar meal had cost us 170 euros, even with the spaghetti removed! Anyway, Lioli was brilliant. We found out the complimentary wine was for us being gold members (so should have been in the room on day 1). She promised to sort the coffee machine situation. We got free breakfasts the following day, a discount on drinks/lunch in the sky bar, plus a bucket of beers for my husband in the room. She was very keen to hear our feedback (which was good and bad) and agreed that the staff in the sky bar needed further training/upskilling in how to manage a dinner service as opposed to tending a bar.
The next day we attended the sky bar prior to having a spa treatment each (which was excellent and we’d highly recommend the massages and facials, lovely clean spa and very friendly therapists).
The sky bar staff were a LOT more attentive than previously and we had a v nice club sandwich to share. So - feedback had been taken in that respect.
On return to our room, we had the bucket of beers and a nice note. The coffee tray that had been full of crumbs was clean but the coffee machine had not been touched - it still had the ‘clean me’ written in the dust from the day before. I genuinely do not know how they could have avoided cleaning it, but they had! It was actually funny at this point!
Anyway, we checked out the next morning and Lioli did this for us. She had discounted things on our bill that should have been done at source just because we are gold members (but missed by people who served us) and made sure it was all correct. She was truly excellent and her approach and ethos should be emulated by all of the F&B team. They were the main element who let down this particular Melia.
So - a mixed experience but we’re appreciative of the amends and actions that Lioli took to improve our stay.show more
